Key Takeaways
- Public adjusters should focus on outcomes rather than fees to change client perceptions.
- Using real examples and testimonials builds trust and clarifies the value provided to clients.
- Educate clients about the public adjuster’s role, addressing their fears empathetically without overwhelming them.
- Provide clients with a clear roadmap of services, explaining each step to justify fees.
- Public adjusting is a partnership; strong relationships foster transparency and mutual respect.
Estimated reading time: 6 minutes
From Cost Questions to Client Confidence
Among the many areas of expertise expected of a public adjuster is their ability to source new client business through networking with related-industry professionals and sometimes by going direct to the general consumer. When dealing with consumers, education about services, overcoming fee concerns and building strong customer relationships is instrumental.
In our previous article, “Will This Cost Me Anything? The Hidden Cost of Going Without a Public Adjuster”, we explored why so many policyholders hesitate when they first contact a public adjuster—especially when it comes to fees, percentages, and the fear that hiring help will reduce their ability to rebuild. Those early conversations often reveal a client’s mindset, their stress level, and their expectations for the entire claim journey.
Today’s discussion continues that conversation with a practical focus:
How are public adjusters overcoming fee concerns, build trust, and building strong customer relationships from the very first interaction?
Rather than avoiding the topic, successful adjusters learn to reframe the conversation, address misconceptions directly, and position their value in terms the policyholder can understand and appreciate.
1. Shift the Focus From “Cost” to “Outcome”
When a homeowner is overwhelmed and financially strained, the fee is the only number they can see. Reframing the conversation helps them understand the bigger picture:
Old framing:
“Your fee is __% of the claim.”
Improved framing:
“My role is to increase the total amount available for your repairs. My fee comes from the additional recovery—not from what you already have.”
Clients need to see the relationship between your work and their final outcome, not just the percentage. Of course, you would need to tailor your feedback in those situations where adjuster fee caps have lowered to 10% or less and/or your approved contracts include recovery from Dollar One. Knowing how best to approach those situations were addressed in our prior blog, “Navigating the Grey Areas — What Public Adjusters Need to Know About Fee Caps, Solicitations, and Legislative Ambiguity.“
2. Use Real Examples—Not Promises
Policyholders trust stories more than theories.
Share concise examples with discretion for your client’s personal identifying information:
- “A wind claim approved for $12,000 settled for $41,000 after additional inspections and documentation.”
- “A fire loss claim with assessed replacement cost value of $94,000 re-evaluated and supplemented at $232,000 following building code requirements and additional scope analysis.”
These examples clarify how your involvement enhances the recovery—not diminishes it. Also consider providing prospective clients with your Google Business reviews or client testimonials shared on other trusted platforms. Having verified reviews on your page shared by prior clients that have successful recovery working with your firm can be invaluable.
3. Acknowledge Their Fear Without Feeding It
Many homeowners fear they will not have enough money to rebuild. Respond with empathy, not defensiveness:
“It’s completely normal to feel worried about affordability. My job is to make the repair process financially achievable—not harder.”
People hire professionals they feel understood by. Some public adjusting firms go so far as to employ empathy counselors to handle cases where the policy holder is medically affected, high risk, or anxious about your involvement. If your team does not have a counselor on staff, be prepared to run drills practicing empathy amongst yourselves until one or two team members become reliably proficient at these situation calls.
4. Educate Without Overwhelming
Some policyholders genuinely don’t understand:
- That public adjusters do not work for (and are not paid by) their insurance carrier
- That the insurance carrier doesn’t typically volunteer additional payments
- That payment of depreciation, acknowledging building code items, and green-lighting supplements require skilled advocacy that take time—sometimes months—to negotiate authorization
- That public adjusters and attorneys are the only licensed professionals who can legally represent the insured in the claim process
Education builds trust—but clarity builds confidence. Keep explanations simple, visual, and grounded in practical examples. Spending additional time working with the person in contact with the adjuster is a valuable investment. Many times your anecdotes about the process can help build the relationship as the homeowner is newly introduced to the hurdles you have spent years navigating.
5. Give Clients a Roadmap of What You Actually Do
Policyholders are more comfortable paying when they know what they’re paying for. A clear, step-by-step outline helps tremendously:
- Full damage inspection and documentation
- Scope-of-loss creation
- Code review and compliance analysis
- Carrier correspondence and claim positioning
- Supplement identification and negotiation
- Settlement evaluation and recovery maximization
When clients see the work, the fee becomes justified. If you have a company website or blog, be sure to include factual references to your process that your client can research on their own. Seeing historical posts explaining your handling practice can be reaffirming.
6. Address “Free Work” Expectations Early
If a client’s mindset is:
“I want more money, but I don’t want to pay anyone to get it,”
…it’s a warning sign.
You can reposition the conversation by asking:
“Would you expect a contractor, electrician, or CPA to work for free?
My role is a skilled professional service designed to help you recover the funds needed to repair your home.”
This reframes the relationship from “free helper” to “licensed expert.” Clients always know that someone has to pay your fee. They are simply reluctant to be the responsible party when there is already a high level of stress associated with securing contractors and bids to meet carrier requirements for document production.
7. Reinforce That Public Adjusting Is a Partnership
Strong relationships rely on mutual respect and shared expectations. Clarify that:
- You will do the heavy lifting
- But the client participates by providing documents, responding timely, and making decisions
- The goal is a collaborative recovery, not a passive one
A client who understands this from the beginning is more likely to remain engaged, appreciative, and cooperative throughout the claim. If you are a resident public adjuster, sharing local stories about relationships with attorneys and contractors helps the homeowner feel they are partnering with a resourceful team rather than a remote, faceless entity that they are contractually bound to pay after signing the contract.
8. Exercise Additional Care With Vulnerable Clients
Some clients require special sensitivity—particularly:
- Elderly policyholders
- Individuals with disabilities
- Clients with cognitive or communication limitations
- Homeowners facing financial or emotional crises
Adjusters should be mindful of their state’s consumer protection laws, including rules governing:
- Contract explanations
- Cooling-off periods
- Fee disclosures
- Prohibited solicitation
- Special protections for seniors and vulnerable adults
Professionalism is not just ethical—it is legally required in many jurisdictions.
When working with vulnerable clients, adjusters should document discussions thoroughly, avoid high-pressure conversations, and ensure the client (not a third party) understands the scope and cost of representation.
9. The Goal Is Trust, Not Persuasion
Ultimately, overcoming fee concerns isn’t about “selling” the client—it’s about creating clarity.
When policyholders understand:
- what you do,
- how you increase their recovery,
- why the fee exists, and
- how the partnership works
…they transition from skepticism to confidence.
A trusted relationship built early leads to smoother claims, improved communication, and better outcomes for everyone involved. Avoid high pressure salesman tactics and confidently speak about your industry experiences.
Disclaimer
Green Public Insurance Adjusting does not employ attorneys and does not provide legal advice. All information in this article is intended for general educational purposes only. Public adjusters must comply with all applicable state consumer protection laws, and additional caution is advised when working with elderly, disabled, or otherwise vulnerable policyholders. Homeowners should consult a licensed attorney for legal questions or issues involving contract interpretation, litigation, or statutory rights.
